Logo Lanfrica
  • Home
  • Atlas
  • Insights
  • Docs
  • Sign in

© 2026 Lanfrica. All rights reserved. All copyrights of the resources shown on the Lanfrica website belong to the original copyright holders, unless explicitly stated otherwise.

ON THE USE OF LINGUISTIC FEATURES IN AN AUTOMATIC SYSTEM FOR SPEECH ANALYTICS OF TELEPHONE CONVERSATIONS

Domain:

natural language processing

Record type:

paper
Creator:
MazEl-LinDe
Editor:
LabMcG
Publisher:
CCSD
Host:avatar
International audience A research on the analysis of human/human conversations in a call centre is described. The purpose of the research is to provide short reports of each conversation with information useful for monitoring the call centre efficiency. Data from real users discussing over the telephone with agents are processed by an automatic speech recognition (ASR) system. Reports are grouped into classes by the agents based on predefined taxonomy. A train set of manually transcribed data is used for training the extraction of features relevant to the application and the classification of the conversations. The use of all the words of the application vocabulary, of automatically selected key_words, and of automatically learned sentence chunks containing semantic classes of words are compared and evaluated with a totally different test set. The results show a significant increase in performance when chunks are used even in comparison with the use of bags of words obtained with a boosting algorithm.

Visit

hal.science

Tags

dialogue classificationspeech understandingcall centre performance monitoringhuman/human conversation analysisIndex Terms: speech analytics[INFO]Computer Science [cs]

Similar

On Developing An Automatic Speech Recognition System For Standard Arabic LanguageDevelopments of Swahili resources for an automatic speech recognition systemTowards a speech recognition based automatic telephone exchange with an Afrikaans conversational interfaceSpeech Representation System For The Karakalpak Automatic Speech RecognitionAutomatic speech recognition system for court proceedings in Ethiopia Automatic speech recognition system for court proceedings in EthiopiaToward an Automatic Fongbe Speech Recognition System: Hierarchical Mixtures of Algorithms for Phoneme Recognition

On Developing An Automatic Speech Recognition System For Standard Arabic Language

The Automatic Speech Recognition (ASR) applied to Arabic language is a challenging task. This is mainly related to the language specificities which make the researchers facing multiple difficulties such as the insufficient linguistic resources and the very limited

Developments of Swahili resources for an automatic speech recognition system

This article describes our efforts to provide ASR resources for Swahili, a Bantu language spoken in a wide area of East Africa. We start with an introduction on the language situation, both at linguistic and digital level. Then, we report the selected strategies to

Towards a speech recognition based automatic telephone exchange with an Afrikaans conversational interface

Speech Representation System For The Karakalpak Automatic Speech Recognition

Abstract Recently, automatic speech recognition (ASR) has moved from deeplearning

Automatic speech recognition system for court proceedings in Ethiopia Automatic speech recognition system for court proceedings in Ethiopia

This complete dataset supports the research article, "Automatic speech recognition system for court

Toward an Automatic Fongbe Speech Recognition System: Hierarchical Mixtures of Algorithms for Phoneme Recognition